topic Re: Persistent line faults in Fibre

Persistent line faults

Teric — Mon, 26 Jun 2023 15:19:08 GMT

Persistent line faults

Since January 16th I have had 10 line faults. I have gone through the usual:-

Plug in to openereach socket.

Do a factory reset on router.

Disconnect everything except for PC.

Despite all of this I still get my TV saying 'no signal' at times and my phone cutting out at times.

The we are fixing your fault message appears for a couple of days and I then get a message to say that it is fixed. In the meantime my broadband is either side of the minimum guaranteed which is 35 as I have fibre 65. Occasionally it climbs to 50 without me doing anything.

Can anybody suggest how to restore my service?

Teric

Re: Persistent line faults

Divsec — Mon, 26 Jun 2023 15:58:29 GMT

Hi @Teric firstly, your post has been escalated and you should hear tomorrow. Couple of thoughts till the pros reach you.

Which router do you have?

When not misbehaving is it left permanently connected and powered on.?

Good luck in getting sorted, I'm sure you will.

Re: Persistent line faults

Teric — Mon, 26 Jun 2023 16:27:59 GMT

Teric.

Thanks for your post, in answer to your questions the router is a Huawei DG8041W and it is left on permanently.

Thanks

Re: Persistent line faults

Divsec — Mon, 26 Jun 2023 17:49:36 GMT

Thanks @Teric that should help the team immensely.

Re: Persistent line faults

Anonymous — Tue, 27 Jun 2023 05:57:21 GMT

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which hasn't detected a fault, however I can see a few re-connections and the sync speed has dropped. Thanks for confirming that the router is connected to the test socket (behind the faceplate). Have you ever tested with a different router to rule this out?

Thanks

Re: Persistent line faults

Teric — Tue, 27 Jun 2023 09:42:45 GMT

Morning Michelle, thanks for getting back to me. I do have an old Plusnet router I will change it over and get back to you.

Thanks Eric

Re: Persistent line faults

Anonymous — Tue, 27 Jun 2023 09:45:12 GMT

Morning,

Ok thanks for confirming. If you have any issues connecting it then we can send a replacement router for testing purposes to rule this out.

Thanks

Re: Persistent line faults

Teric — Tue, 27 Jun 2023 11:29:07 GMT

Sorry Michelle, I have a router but no power lead so I cannot swap. If you could send me a router that would be great.

Thanks. Eric

Re: Persistent line faults

Debbie-TalkTalk — Tue, 27 Jun 2023 12:04:38 GMT

Hi Teric

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Persistent line faults

Teric — Tue, 27 Jun 2023 17:50:27 GMT

Many thanks Debbie I will be back in touch as soon as I can.

Re: Persistent line faults

Debbie-TalkTalk — Wed, 28 Jun 2023 05:29:14 GMT

Hi Teric

Thank you 🙂

Debbie

Re: Persistent line faults

Debbie-TalkTalk — Thu, 29 Jun 2023 08:55:18 GMT

Hi Teric

Have you received the router?

Re: Persistent line faults

Teric — Thu, 29 Jun 2023 15:58:15 GMT

Hi Debbie,

Yes thank you I have received the router you sent and it is now connected. I changed the network name to the old router so the existing WiFi setup does not need changing. I need to remove the faceplate to connect to the Openreach socket but as my son has been working all day on WiFi I have not been able to do this yet. I will do it later today and let you know.

Kind regards. Teric

Re: Persistent line faults

Chris-TalkTalk — Fri, 30 Jun 2023 05:33:51 GMT

OK thanks Teric

Chris

Re: Persistent line faults

Teric — Sat, 01 Jul 2023 09:11:33 GMT

Hi Chris, I have finally managed to take the face plate off my bt openreach socket and connect the new router to it. I am still having line problems, I did a test this morning. Broadband has also had a couple of stutters and speed is similar to old router.

Re: Persistent line faults

Gliwmaeden2 — Sat, 01 Jul 2023 09:28:06 GMT

Staff are not on here at weekends, @Teric. They'll follow up on Monday. Leave it plugged in at the test socket and switched on.

Re: Persistent line faults

Chris-TalkTalk — Mon, 03 Jul 2023 06:39:32 GMT

Hi Teric,

Thanks for the update, how has it been since your last post?

Chris

Re: Persistent line faults

Teric — Mon, 03 Jul 2023 07:54:36 GMT

Hi Chris,

I have had numerous times when the signal has dropped over the weekend. Speed is around 37-38.

Re: Persistent line faults

Chris-TalkTalk — Mon, 03 Jul 2023 09:31:22 GMT

OK thanks. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Persistent line faults

Teric — Mon, 03 Jul 2023 14:33:23 GMT

Hi Chris,

I replied via email but suspect it does not work?

I do not get a crackle on the phone line but it cut out mid call when my son called me a couple of days ago.

It is not connected at the moment because I am plugged in to openness socket.

Also I have had some drops on the broadband while streaming Netflix.

Regards Teric